Service Design Utilization Framework for Local Public Service Planning

Abstract

Background The use of service design for local public areas has increased over the years. However, in most cases, the service design process is a unilateral one and there is a lack of consideration about the special environment of local public service development. This research aims to establish a specific framework to utilize service deign in local public service planning. Methods A literature review was conducted to understand service planning and the current state of public service design. An extensive case review and process analysis were conducted to identify the local public service planning process. An expert workshop was conducted to adapt the service design process into the local public service planning process. Results This research established a framework to utilize service design in the local government’s service planning. It consists of four stages: “service preparation,” “formative research,” “idea finding,” and “strategy development.” Specific aims and corresponding service design methods for each stage were identified. Conclusions This research provides knowledge about utilizing service design based on the local government’s service planning process. The framework could be used to devise strategies for applying service design based on the environmental characteristics of the local government.